Calgary 911 Call Volumes Surge as City Growth and Complexity Strain Emergency Services
Calgary 911 is grappling with a steadily growing demand for emergency assistance, as the city’s rapid expansion and increasingly complex social issues push call volumes to record levels. Last year, the call center handled more than one million emergency and non-emergency calls, and in 2025, that figure climbed another four percent.
City Growth Poses Operational Challenges
Dan Heyde, deputy chief of operations for Calgary 911, said the sheer pace of the city’s growth is one of the biggest obstacles the organization faces. “One of the biggest challenges is the size of the city; it continues to grow very quickly,” Heyde said. “So it’s difficult for us to sustain this level of growth — we have to plan for it in advance, hire the right people and deploy staff accordingly.”
In 2025, Calgary 911 supported more than 18,000 community peace officer events, adding to the mounting workload. Heyde acknowledged that the growing complexity of calls presents ongoing challenges for the organization and its staff.
Mental Health and Social Crises Drive Call Complexity
Beyond traditional emergencies, the call center is fielding a rising number of calls tied to mental health, addiction, housing instability, child care, and family support. Approximately 2,000 such calls were directed to the 211 emergency services and crisis support line, reflecting the broader social pressures facing Calgary’s population.
Nicole Ehman, an emergency communications officer for Calgary 911, emphasized the weight of the responsibility carried by dispatchers. “It is often the worst and most stressful day of a person’s life when they call us and it is vital that they know and trust that there is someone here to offer them the best possible help,” Ehman said.
Multilingual and Multicultural Demands Add Pressure
As Calgary’s population becomes increasingly diverse, the volume of calls requiring voice services in multiple languages has also risen. These calls can take up to three times longer to process, placing additional strain on staffing resources and response times.
Mental Health Toll on 911 Staff
The emotional burden of the job is significant. Evan Birch, who worked in a 911 call center for seven years, said the graphic nature of some cases took a serious toll on his mental health. “Having previously worked at STARS Air Ambulance and working in the control center, it was difficult to hear all the things you have to hear on a daily basis and understand that these people are calling you on what could be their worst day,” Birch said.
Birk has since transitioned to a career as a running coach and now advocates for mental health awareness among first responders. His advice to those entering the field is straightforward: “Self-care is the most important thing. Find a psychologist and establish a therapeutic relationship before you even start the job. I think that’s probably the most important thing you can do for yourself.”
Calgary 911 Expands Mental Health Support for Staff
In response to these challenges, Calgary 911 has taken steps to bolster mental health resources for its emergency communications staff. The organization now provides access to clinicians and dedicated mental health support, lessons that were reinforced during the COVID-19 pandemic.
“We’re putting a lot more emphasis on mental health, we’re putting a lot more emphasis on breaks, we’re trying to create a more welcoming and supportive environment here,” Heyde said. Despite the staffing pressures driven by rising call volumes, dispatch officials assure the public that agents will continue to be available when called upon, no matter how busy operations become.
